Remote diagnostic and repair system

ABSTRACT

A system for remotely diagnosing and repairing a computer controlled asset includes an access point connected to a computer controlled asset thereby allowing electronic access to the computer system of the computer controlled asset. A service center remotely connected to the access point provides diagnostic review and repair of the computer controlled asset. An interface linking the access point to the service center allows the service center to communicate with the computer controlled asset via the access point.

CROSS-REFERENCE TO RELATED APPLICATION

This application is a continuation of co-pending application Ser. No.12/327,482, filed on Dec. 3, 2008, and entitled Remote Diagnostic AndRepair System, which claims priority based on provisional patentapplication Ser. No. 61/012,322 filed Dec. 7, 2007, the entire contentsof which are incorporated herein by reference.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a flowchart illustrating substeps of a first step of anembodiment of the invention;

FIG. 2 is a flowchart illustrating substeps of a second step of anembodiment of the invention;

FIG. 3 is a flowchart illustrating substeps of a third step of anembodiment of the invention; and

FIG. 4 is a flowchart illustrating an embodiment of the invention.

DETAILED DESCRIPTION

The present invention comprises a remote diagnostic and repair systemfor simultaneous, multilateral, and multidirectional wireless,satellite, and/or cellular electronic access with audio-visual capacityfor any remote engine control unit (E.C.U.), hydraulic, or pneumaticdiagnostics review, service, repair, reprogramming, or any associative,instructive, or assistive activity.

Embodiments of the remote diagnostic and repair system set forth hereinprovide a system for remotely diagnosing and repairing a problem ormalfunction experienced in or at a computer controlled machine or device(asset). The remote diagnosis and repair is facilitated via an interfacebetween a first computer system (service center) situated at a firstlocation and a second computer system (access point) situated at asecond location, wherein the second computer system (access point) isconnected to a computer controlled machine or device (asset)experiencing a problem.

Once the interface between the first computer system (service center)and the second computer system (access point) is established, anoperator such as a mechanic, technician, or other such qualifiedindividual operating the first computer system (service center) utilizesthe first computer system (service center) to remotely diagnose andrepair the problem associated with the computer controlled machine ordevice (asset). In an alternate embodiment, the first computer system(service center) is configured to perform the remote diagnosis andrepair, thus eliminating the necessity of an operator and/or an accesspoint.

In one embodiment, the interface between the first computer system(service center) and the second computer system (access point) isfacilitated by a network. In this embodiment, both the first computersystem (service center) and the second computer system (access point)are operable to electronically send information to, and receiveelectronic information from the network. The network is also operable toelectronically send information to, and receive electronic informationfrom, both the first computer system (service center) and the secondcomputer system (access point). The network is comprised of a server,series of servers, or other such hardware device or computer system, andis operable to communicate via a hard line and/or wirelessly.

In an alternate embodiment, the remote diagnostic and repair systemoperates outside of the network, wherein a first computer system(service center) interfaces directly with a second computer system(access point) connected to a computer controlled machine or device(asset). In this embodiment, both the first computer system (servicecenter) and the second computer system (access point) are operable toelectronically send information to, and receive electronic informationfrom, each other.

In one embodiment information is sent and received by and from thenetwork, first computer system service center), and second computersystem (access point) over a hard line connection, such as via atelephone line, hard line internet connection, or other such means. Inanother embodiment, the information is sent wirelessly via GSM,satellite, or other such means of wireless communication. In anotherembodiment, information is sent using both hard line and wirelessconnections.

In all embodiments, the second computer system (access point) functionsas a means for accessing the computer system of the computer controlledmachine or device (asset) to which it is connected. The means of makingthe connection between the second computer system (access point) and thecomputer controlled machine or device (asset) and the functionality ofthis connection will be well known to those having skill in the art.Some computer controlled machines and devices (assets) may be operableto access the network or first computer system (service center) directlyto facilitate an access point, thus eliminating the need for a secondcomputer system (access point).

Computer system is used in its broadest sense, and is intended toencompass any system operable to perform steps including but not limitedto gathering, storing, compiling, analyzing, processing, transmitting,and receiving electronic information. Computer systems compatible withthe remote diagnostic and repair system as set forth herein include butare not limited to computer hardware devices operable to transmit andreceive electronic information such as PCs and other such devices,computer hardware devices operable to transmit and receive electronicinformation in combination with appropriate software, cellular and othertelephonic devices operable to transmit and receive electronicinformation, etc. Appropriate computer systems, hardware devices,network applications, and software for use in embodiments of the remotediagnostic and repair system will be well known to those having skill inthe art.

Computer controlled machine or device comprises any conceivable machineor device that utilizes or is dependent upon a computer system, asdefined above, for its operation. Computer controlled machines anddevices compatible with the remote diagnostic and repair system as setforth herein include but are not limited to automobiles such as cars,trucks. SUVs, and vans; large trucks such as semis and the like;tractors, combines, and other farm implements; boats and other marinevessels; motorcycles and the like; airplanes, jets, helicopters, andother aircraft; home appliances; escalators and elevators; etc.

The remote diagnostic and repair system allows a computer controlledmachine or device (asset) to be inspected and repaired electronically,programmed, reprogrammed, and diagnosed as necessary. The system alsoallows parameters within the computer system of the computer controlledmachine or device (asset) to be set or reset as necessary.

During an inspection of the computer controlled machine or device(asset), the system will detect whether replacement of component parts)are needed. If the first computer system (service center) determinesthat no mechanical parts) have malfunctioned and therefore do not needto be replaced, the system then determines if the computer on-board thecomputer controlled machine or device (asset) is malfunctioning. Bothelectronic hardware and software components are inspected. As such, thesystem can reinstall software previously corrupted or damaged, upgradesoftware in which previous versions caused system failure, and/orreformat the on-board computer. Therefore the remote diagnostic andrepair system may be used to diagnose and repair a malfunction in thecomputer controlled machine or device (asset) without the necessity ofordering replacement component mechanical parts, thereby allowing thecomputer controlled machine or device (asset) to be diagnosed andrepaired swiftly.

In the event repairs are necessary, the system allows for necessaryparts to be identified and ordered. Utilizing the first and secondcomputer systems (service center and access point respectively), thesystem provides video and audio, separately or simultaneously, to assistthe service center and user in facilitating the diagnosis and repair ofthe computer controlled machine or device (asset). In an alternateembodiment, audio and video are not used.

In one embodiment, the second computer system (access point) is equippedwith a camera. The first computer system (service center), or atechnician associated with the first computer system (service center),can control the camera remotely so as to have visual access to thecomputer controlled machine or device (asset). The image is transmittedby the camera/second computer system (access point) to the network, andfrom the network to the service center. In an alternate embodiment, theimage is sent directly to the service center.

In one embodiment, the camera is integrated with the second computersystem (access point). In an alternate embodiment, the camera isconnected to the second computer system (access point). In anotherembodiment, the camera is separate from the second computer system(access point) and wirelessly transmits the image being viewed to thesecond computer system (access point). In another embodiment, the camerais mounted on an article of head wear, such as a head band, helmet orgrip mechanism.

In one embodiment, the second computer system (access point) is equippedwith a microphone or other such means of picking up sounds, such as thevoice of a user. The first computer system (service center), or atechnician associated with the first computer system (service center),can manipulate the microphone so as to be able to hear what is occurringat the location of the computer controlled machine or device (asset).Sound is transmitted by the microphone/second computer system (accesspoint) to the network, and from the network to the service center. In analternate embodiment, sound is sent directly to the service center.

In one embodiment, the microphone is integrated with the second computersystem (access point). In an alternate embodiment, the microphone isconnected to the second computer system (access point). In anotherembodiment, the microphone is separate from the second computer system(access point) and wirelessly transmits the sound to the second computersystem (access point). In another embodiment, the microphone is mountedon an article of head wear, such as a head band or helmet.

In one embodiment, the camera and microphone are both used. An alternateembodiment utilizes only the camera, while another embodiment utilizesonly the microphone. A person of ordinary skill in the art willappreciate that in each of the embodiments, multiple first computersystems (service centers) may be simultaneously viewing and/ormonitoring the computer controlled machine or device (asset).

Referring to the drawings, and particularly to FIGS. 1-4 thereof, thesteps for remotely diagnosing and repairing a problem associated with anasset, via a network, are shown. The steps set forth in FIGS. 1-4 wouldbe equally applicable regardless of what type of asset is beingdiagnosed and repaired. In an embodiment where a network is notutilized, the steps would be the same except that the access point wouldaccess the first service center directly, and the service center wouldcommunicate directly with the access point. The network, access, point,and service center are configured as a push system in one embodiment,and as a pull system in other embodiments, where relevant. Anotherembodiment utilizes both push and pull components. Such push and pullconfigurations will be well known to those having skill in the art.

Referring to FIG. 1, an individual or user experiencing a malfunction ofan asset 101 and having access to an access point first connects theasset and the access point 102. The user then activates the access point102. In one embodiment the access point is configured to automaticallylog on to the network. In another embodiment, the user is prompted tolog on to the network manually.

Upon logging on to the network, a login screen is displayed at a viewingterminal or other such means of the access point and the user isprompted to enter his or her previously created or assigned passwordusing a keyboard or other such means connected to the access point. Inone embodiment the system is configured to then display a welcome pageat the access point which contains any desired information, such asinformation specific to a user, etc. In another embodiment, a welcomepage is displayed without displaying such information. In anotherembodiment, a welcome page is not used. In yet another embodiment a“terms and conditions” agreement is displayed and the user is requiredto consent to same in order to complete the login procedure.

Once the user is logged on to the network, a home page, or start-uppage, appears at the access point that allows the user to initiateeither a service request or parts order, in the event the user knowswhat parts he or she needs to order, or generate a historical reportshould the user need information relating to a previous diagnosis and/orrepair, utilizing the keyboard or other such means connected to theaccess point. In the event the user desires a service request, the userselects the service request option from a drop down menu or other suchfeature of a user interface of the access point.

A service request form then appears at the access point, which allowsthe user to enter relevant information such as the user's name andcontact information; the asset's identifying information, such as make,model, year, etc.; a description of the malfunction associated with theasset; and a desired appointment date and time for diagnosing themalfunction associated with the asset.

Utilizing the user interface the user then submits the service requestto the network which automatically routes the service request to anappropriate service center. The service center selection is based on theservice center's availability, proximity to the user, the servicecenter's particular expertise, dealer territory requirements, or atcustomer's direction or request, etc.

When the service request is received by the service center, the servicecenter generates a reply scheduling a diagnosis and repair date andtime. The reply is routed to the network and the network routes thereply to the user. The network routes the reply to the user via theaccess point, an alternate computer system, e-mail, telephone, etc.depending on the specific embodiment.

After receiving the reply, the user responds to the reply eitheraccepting the scheduled diagnosis and repair time or requesting analternate time. The user's response is routed to the network via theaccess point, an alternate computer system, email, telephone, etc.depending on the specific embodiment.

The user's response is then routed from the network to the servicecenter and the diagnosis and repair time is scheduled pursuant to a workorder which is generated by the service center and routed to thenetwork. The user's response is routed from the network to the servicecenter via a computer system of the service center, such as the computersystem used to access the network, or, an alternate computer system,email, telephone, etc. depending on the specific embodiment. The networkthen sends confirmation of the scheduled diagnosis and repair time tothe user.

Prior to the scheduled diagnosis and repair time, the user connects theaccess point to the asset experiencing the malfunction and activates theaccess point. At the scheduled time, the service center accesses andlogs onto the network and selects the work order specific to the asset.The network then connects the service center to the asset via the accesspoint. The access point indicates to the user, such as via an audio,video, or other visual notification, that the service center isaccessing the asset.

Once connected to the asset, the service center will analyze the asset,via, the assets computer system, to diagnose the malfunction. Thediagnosis is accomplished using software, such as original equipmentmanufacturer (OEM) software, specific to the asset, etc. Such manners ofdiagnosis will be well known to those having skill in the art ofdiagnosing and repairing the respective asset. A technician of theservice center would also employ his or her asset specific skill set todiagnose the malfunction including furthering the OEM licensing toprovide service on the computer controlled machine or device (asset).

If necessary, the service center may reroute the service request back tothe network so that the network can route the service request to a moreappropriate service center, for example, a service center having moreexperience or skill in addressing the specific malfunction diagnosed, orin the event the service center is unable to diagnose or repair themalfunction, etc. The system allows multiple service centers to accessan asset simultaneously. In an alternate embodiment, the service centercould reroute the service request to an alternate service centerdirectly.

Once the proper diagnosis is made, the service center initiatesdisconnection from the asset via the network. A report is generatedsummarizing the nature of the malfunction, the results of any repair,and a recommendation as to any additional work that needs to beperformed. If it is necessary to order parts for an additional repair,this is also indicated on the summary. This report is routed to thenetwork, which then routs the report to the user. This is done via anymeans indicated heretofore depending on the specific embodiment. Theuser then makes a determination as to any recommended course of actionor additional repairs and submits this to the network. If additionalwork is to be performed and/or if parts are to be ordered, the userconsents and the network routes this information to the service center.

At the completion of the diagnosis and repair appointment, the servicecenter orders any necessary parts within the work order and submits thework order to the network. The service request is put on hold pendingdelivery of the parts and the necessary additional repair work. Thenetwork generates a parts authorization and routes it to the user. Theparts authorization is routed from the network to the user via theaccess point, an alternate computer system, e-mail, telephone, etc.depending on the specific embodiment.

Upon receipt of the parts authorization, the user consents to theauthorization and submits its consent to the network. The partsauthorization is routed from to the network via the access point, analternate computer system, e-mail, telephone, etc. depending on thespecific embodiment. The network then routes the user's consent to theservice center. The user's response is routed from the network to theservice center via a computer system of the service center, such as thecomputer system used to access the network, or, an alternate computersystem, e-mail, telephone, etc. depending on the specific embodiment.The parts order is then placed by the service center. Alternatively, thenetwork could place the parts order.

The parts are then shipped to the user. In alternative embodiments, theparts are shipped to either the service center or a networkadministrator and forwarded to the user. The system is configured so asto allow the user to select the method of shipping. This is done eitherthrough the network or the service center. The user can also log ontothe network, either through the access point or via any other computersystem, etc. and track the status of the parts order. Once the parts aredelivered, the network notifies both the user and the service center.

The network then sends a request to the user, via any means set forthheretofore, depending on the specific embodiment, asking the user toselect a date and time for a consultation with the service center. Theconsultation is initiated via the access point, an alternate computersystem, e-mail, telephone, etc. depending on the specific embodiment.Alternatively, the network could send a request to the service center,asking the service center to select the consultation date and time. Thepurpose of the consultation is to confirm resolution of the repair,address any necessary additional repairs, and to close the work order.In another embodiment, the network is configured to assist the user andservice provider with payment, facilitation of parts installation,and/or follow-up.

As an additional feature, an embodiment of the system is configured toallow a user to identify a malfunction of an asset as an emergency orpriority. This is accomplished by allowing a user to select this optionthrough the user interface of the access point at the time the servicerequest is submitted. If a service request is identified as a priority,it would then move ahead of other nonprioritized orders. As for otherprioritized orders, this embodiment of the system is configured to sortprioritized service requests in the order they are received. The networkand/or service center would then have the option of charging a premiumprice for such service.

Once a service request is complete, the network can be accessed by auser or the service center at any time to retrieve information about aspecific repair or a specific asset. The network is configured so as toallow searches to be performed based on repair results, assetidentification number, type of repair, date of repair, identity ofservice center, etc. The network allows reports to be run relevant to anentire fleet of assets or any combination of assets as desired. Thisalso allows a permanent record to be kept with respect to eachindividual asset.

In an alternative embodiment, the access point is configured toautomatically log on to the network upon being connected to the asset.The access point would then automatically initiate a service request andtransmit the service request along with the relevant customer contactinformation, vehicle information, etc. to the network. The servicecenter would then independently access the asset via, the network andaccess point and make the appropriate diagnosis and/or repairs. Thisinformation would then be communicated to the user via the access point,alternate computer system, e-mail, telephone, or other such means ofcommunication.

Although preferred embodiments of the invention have been illustrated inthe accompanying Drawings and described in the foregoing DetailedDescription, it will be understood that the invention is not limited tothe embodiments disclosed, but may include numerous rearrangements,modifications, and substitutions of parts and elements without departingfrom the spirit of the invention.

1-20. (canceled)
 21. A system for connecting a computer controlled assetto a service center for remotely diagnosing and repairing the computercontrolled asset comprising: an access point operable to be connected tothe computer controlled asset thereby allowing electronic access to acomputer system of the computer controlled asset; and a network incommunication with the access point and the service center for linkingthe access point to the service center so that the service centerremotely communicates with the computer system of the computercontrolled asset via the access point for providing remote diagnosticreview and repair of the computer controlled asset through the network,the service center being operable to remotely transmit a software updatethrough the network to the access point based on the remote diagnosticreview, and the access point being operable to transmit the softwareupdate to the computer controlled asset for repairing of the computercontrolled asset.
 22. The system of claim 1 wherein the computercontrolled asset is a home appliance.
 23. The system of claim 1 whereinthe computer controlled asset is one of an elevator and an escalator.24. The system of claim 1 wherein the access point is removeablyconnected to the computer controlled asset.
 25. The system of claim 1wherein the network is in communication with a plurality of servicecenters, the access point being operable to transmit a service requesthaving asset identifying information to the network, and the network isoperable to receive the service request and route the service request toan appropriate service center based at least in part on the assetidentifying information.
 26. The system of claim 25 wherein the networkis operable to link the access point to two or more of the plurality ofservice centers so that multiple appropriate service centers provideremote diagnostic review of the computer controlled vehicular asset. 27.The system of claim 1 wherein the access point comprises a cameracontrolled by at least one of the multiple appropriate service centersfor capturing video of the computer controlled asset, the video beingoperable to be transmitted to the at least one of the multipleappropriate service centers thereby facilitating the diagnoses andrepair of the computer controlled asset.
 28. The system of claim 1wherein the access point comprises a microphone controlled by at leastone of the multiple appropriate service centers for capturing sound fromthe computer controlled asset, the sound being operable to betransmitted to the at least one of the multiple appropriate servicecenters thereby facilitating the diagnoses and repair of the computercontrolled asset.
 29. A method of remotely diagnosing and repairing acomputer controlled asset comprising the steps of: providing an accesspoint connectable to a computer system of the computer controlled asset;connecting the access point to a network upon connection of the accesspoint to the computer system of the computer controlled asset;connecting the network to a plurality of service centers, each of theplurality of service centers having at least one asset specific skillset; receiving a service request at the network from the access point,the service request having asset identifying information correspondingto the computer controlled asset connected to the access point; routingthe service request through the network to at least one appropriateservice center chosen among the plurality of service centers, the atleast one appropriate service center being chosen by the computer systembased at least in part on matching the asset identifying information ofthe service request to the at least one asset specific skill set of theat least one appropriate service center; connecting the at least oneappropriate service center to the computer controlled asset through theaccess point for the at least one appropriate service center to remotelydiagnose the computer controlled asset; receiving a software update atthe access point, the software update communicated remotely from the atleast one appropriate service center; and transmitting the softwareupdate from the access point to the computer system of the computercontrolled asset for repairing a malfunction of the computer controlledasset.
 30. The method of claim 29 wherein the vehicular assetidentifying information includes an identification of one or moremanufacturers of components of the computer controlled asset and the atleast one asset specific skill set of each of the plurality of servicecenters includes providing remote diagnosis and repair of a particularmanufacturer software.
 31. The method of claim 29 wherein the step ofrouting the service request further comprises routing the servicerequest through the network to a plurality of appropriate servicecenters chosen among the plurality of service centers, each of theplurality of appropriate service centers being chosen by the computersystem based at least in part on matching the one or more manufacturersof components identified in the asset identifying information to the atleast one appropriate service center having the at least one assetspecific skill set for providing remote diagnosis and repair of theparticular manufacturer software.
 32. A method of remotely diagnosingand repairing a computer controlled asset comprising the steps of:providing an access point connectable to the computer controlled asset;connecting the access point to a network; connecting the network to aservice center, the service center being remote from the computercontrolled asset; receiving a service request having asset identifyinginformation and routing the service request through the network to atleast one of the plurality of service centers based at least in part onthe vehicular asset identifying information; connecting electronicallythe at least one service center to the computer controlled vehicularasset through the network and access point for the at least one servicecenter to remotely diagnose the computer controlled vehicular asset;receiving a software update at the access point, the software updatecommunicated remotely from the at least one service center; andtransmitting the software update from the access point to the computercontrolled vehicular asset for repairing a malfunction of the computercontrolled vehicular asset.
 33. The method of claim 32 furthercomprising transmitting a work order report generated by the at leastone service center to an access point user summarizing the diagnosis andrepairs conducted.
 34. The method of claim 33 further comprisingtransmitting a parts authorization request to an access point userindicating replacement component parts needed to repair the computercontrolled vehicular asset.
 35. The method of claim 34 furthercomprising notifying the access point user when the replacementcomponent parts are available for installation.
 36. The method of claim32 wherein the at least one service center is connected to the accesspoint via the internet.
 37. The method of claim 32 wherein the at leastone service center is connected to the access point via wiredtechnology.
 38. The method of claim 32 wherein the at least one servicecenter is connected to the access point via wireless technology.
 39. Themethod of claim 32 wherein the access point comprises a cameracontrolled by the at least one service center for capturing video of thecomputer controlled asset, the video being transmitted to the at leastone service center thereby facilitating the diagnoses and repair of thecomputer controlled vehicular asset.
 40. The method of claim 32 whereinthe computer controlled asset is one of a home appliance, an elevator,and an escalator.